Sr. Manager Speech Analytics

Job Description

Job Description

Job Title: Senior Manager, Enterprise Speech Analytics

Location: Cincinnati, OH

Employment Type: Full-Time

Rate: 95,000 - 120,000 (NO C2C or Third Party Candidates)

Overview

The Senior Manager, Enterprise Speech Analytics is responsible for establishing and leading an enterprise-wide speech analytics program, leveraging the NICE/Nexidia/Enlighten ecosystem to generate business value across multiple organizational units. This role focuses on translating customer and associate voice data into actionable insights to improve operational performance, customer satisfaction, compliance, and sales. The individual will lead a dedicated speech analytics team and collaborate cross-functionally with key stakeholders to maximize strategic impact.

Key Responsibilities

• Oversee execution and expansion of the enterprise speech analytics program using NICE/Nexidia tools.
• Serve as a primary liaison to executive leadership, regularly reporting on analytics-driven outcomes.
• Align program initiatives with enterprise business goals to drive measurable performance improvements.
• Lead and mentor a team of speech analytics professionals, fostering innovation and collaboration.
• Coordinate closely with business units to identify high-impact opportunities and deliver actionable insights.
• Manage speech analytics data lifecycle: collection, analysis, interpretation, and reporting.
• Develop advanced analytics models, dashboards, and reports to support decision-making.
• Drive cross-functional change management initiatives to support adoption of new tools and processes.
• Build and maintain relationships with vendors, negotiate contracts, and ensure alignment with business needs.
• Provide coaching, training, and professional development opportunities to analytics team members.
• Maintain compliance with internal standards, policies, and procedures.

Qualifications

Education (one of the following required):

• Bachelor’s Degree in Data Science, Business Analytics, Computer Science, Information Technology, or related field with 5–7 years of relevant experience
• Associate’s Degree with 8–9 years of relevant experience

Experience & Skills:

• Proven leadership in managing cross-functional teams and enterprise analytics programs
• Hands-on experience with NICE/Nexidia speech analytics tools or similar platforms (required)
• Advanced proficiency with Microsoft Excel and PowerPoint for analysis and executive reporting
• Strong background in contact center operations, data analysis, and customer experience metrics (VOC, CSAT, CES)
• Excellent communication and presentation skills, with ability to engage senior leadership
• Strategic thinking, process design, and workflow development capabilities
• Experience with change management, training, and enterprise adoption strategies
• Familiarity with AI tools and emerging technologies related to data analysis and business intelligence
• Nexidia, CallMiner, or similar tool certification (preferred or must obtain within 1 year)